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Guest Service Agent

2 weeks ago

Brisbane, Queensland, Australia Mantra Terrace Hotel Full time $45,000 - $60,000 per year

Guest Service Agent (Full-Time)

An exciting career opportunity is now available for multiple Guest Service Agents to be part of our restructured and re-energised Front Office team here at the Mantra Terrace Hotel in Brisbane

The hotel is centrally located only a short distance from the Brisbane CBD; with everything a guest could want right on our doorstop. With a modest 85 rooms, across three categories, Mantra Terrace Hotel is a tidy little hotel, overflowing with potential (just looking for the right people bring it out).

Managed by leading hospitality management company 1834 Hotels. The successful candidate will be a dedicated, hard-working, and hands-on customer service professional with a passion for delivering exceptional guest experiences. Reporting directly to our Assistant Front Office Manager, our Guest Service Agents are a critical part of the daily hotel operations, responsible for maintaining a high level of customer service and following established procedures with an attention to detail.

The key responsibilities will include:

  • Providing a high standard of customer service to all guests, at all times;
  • Completing established procedures with a consistently high level of accuracy and attention to detail;
  • Process all guest check-ins by confirming reservations, assigning rooms, and issuing and providing room keys;
  • Process all payment types such as room charges, cash, debit, or credit;
  • Process all check-outs including resolving any late and disputed charges;
  • Answer, record, and process all guest calls, messages, requests, questions, or concerns;
  • Coordinate with Housekeeping to track readiness of rooms for check-in;
  • Supply guests with directions and information regarding property and local areas of interest;
  • Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy;
  • Communicating the relevant information to the Assistant Front Office Manager in a professional manner; and
  • Any additional tasks deemed reasonable by the Assistant Front Office Manager.

The ideal candidate will have:

  • A can-do, responsible, and flexible approach to work with a strong work ethic;
  • Prior experience in a similar, customer-facing role (previous hotel experience highly regarded, though not essential);
  • Exceptional customer service skills, including friendly customer service demeanour;
  • Proven ability to be a proactive individual with strong organisational and time management skills;
  • Well-developed problem solving and analytical skills;
  • Excellent communication skills;
  • A passion for exceeding guest expectations and providing a high standard of guest service;
  • A strong eye for detail and a focus on accurate reporting;
  • Strong written and verbal communication skills;
  • Exceptional personal presentation and grooming; and
  • A strong appreciation and compliance of workplace safety.

This is a full-time role, working a spread of shifts over a 7-day roster; including weekdays, weekends, nights, and public holidays.

To apply, please email your application, current references, and a covering letter that clearly demonstrates your suitability for the position to:

Zac Graham

Rooms Division Manager

Confidential enquiries and requests for further specific information are welcome via email to Zac.

You will also find more information at:

Mantra Terrace Hotel - Brisbane Accommodation

*Only applicants with current rights to work in Australia will be eligible for this role.

*Please note that due to the high volume of applications anticipated, only those applicants shortlisted for an interview will be contacted.

1834 Hotels is a growing network of hotels, motels and resorts across Australia. Key to the management company's recent growth and success is its staff and recruiting exceptional candidates that fit with the company's culture is paramount.